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Wrong item delivered but refund withheld

Complain ID : CCN027521   66  

Online Order Complaint Complaint Date: June 6, 2017
  • State :  Assam
  • City :  Guwahati
  • Address: Rodalee Apartments, Hatigarh Charali, Zoo Narengi Road
On 4 May 2017, I ordered a 32 GB iPhone 7 from e-retailer paytm.com. I paid Rs 48,314 upfront through my bank debit card. On 10 May 2017 I received my order by courier. On opening the box, I found there was no phone inside, but parts of a door-lock assembly with screws. I took pictures of the contents and emailed them to paytm. I put in a formal request for them to take back the package and refund my money. Paytm customer care apologised for the incident and assured me a speedy resolution. They had me sign a disclaimer which I emailed them on 12 May. After numerous calls and emails, paytm finally emailed me on 29 May saying a full investigation, including pre-despatch x-rays, found that the correct product was delivered to me, hence they would not refund my money. When I asked if the package had been x-rayed at the Guwahati courier before delivery, they refused to share details.
Also, paytm carried out their so-called investigation without even looking at the box or its contents, both of which are still in my possession.
Complaint Against / To: Paytm.com

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